Jason Fernandes
Mumbai
Summary
Results-driven professional with extensive experience in client engagement at Concentrix India Pvt LTD. Achieved an 80% customer satisfaction rate through effective analytical skills and conflict resolution. Proven ability to collaborate with stakeholders in fast-paced environments, enhancing service excellence. Committed to maintaining high ethical standards and fostering strong customer relationships.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix India Pvt LTD
Mumbai
01.2025 - Current
- Provide multichannel customer support to ensure timely and effective resolution of member queries related to healthcare plans, appointments, and claims.
- Delivered prompt resolutions to inquiries and complaints by maintaining accurate logs using Genesys and Maestro, improving customer satisfaction.
- Met and exceeded performance benchmarks for quality, efficiency, and customer experience, achieving an 80% satisfaction rate.
- Assisted UnitedHealthCare members with plan benefits, balances, and appointment scheduling, reducing average handling time per query.
Client Relationship Manager
LeadoConnect Private Limited
05.2024 - 09.2024
- Managed client onboarding, post-sales service, and CRM demonstrations, ensuring seamless adoption and retention.
- Increased lead generation success rate by revising targeting strategy and enhancing email campaign content using Zoho CRM.
- Executed full campaign lifecycle including strategy, approvals, deployment, performance review, and optimization.
- Resolved client performance issues by designing alternate strategies, resulting in a 70% retention improvement.
- Coordinated cross-functional teams to ensure timely lead delivery and contract renewals.
Customer Service Specialist II
Hireright Background Screening India LLP
05.2023 - 04.2024
- Delivered end-to-end support for background checks including client login assistance, application status, and documentation.
- Identified systemic communication gaps and advocated process changes to improve information flow across departments.
- Handled inquiries via calls, chats, and emails, resulting in a 70% satisfaction score.
- Used Salesforce to track customer interactions and expedite verification cases.
Specialist - US Verification
Sterling Talent Solutions
04.2021 - 04.2023
- Conducted U.S. employment and education verifications by liaising with institutions and employers.
- Managed special client portfolios including Goldman Sachs, Salesforce, and G4S Security, ensuring strict compliance.
- Mentored new hires and audited their work, providing feedback to enhance accuracy and speed.
- Reduced turnaround time by 15% through workflow enhancements and CRM tracking.
Sr. Executive - National Events
The Gem & Jewellery Export Promotion Council
01.2018 - 08.2020
- Managed full-cycle event execution for India International Jewellery Show (IIJS), handling 300+ exhibitors.
- Coordinated booth booking, payment tracking, stall allotment, and vendor management using ERP/SAP.
- Ensured seamless booth setup and issue resolution during events, achieving a 90% satisfaction rate.
- Oversaw post-event activities including phased exhibitor exits and operational handover.
Assistant Manager Operations
ABEC Exhibitions and Conferences Pvt Ltd
03.2013 - 12.2017
- Managed pre-event planning, on-site execution, and post-event operations for major exhibitions.
- Progressed from telecaller to managing international clients and leading operational logistics.
- Directed vendor coordination, layout planning, and stall readiness, ensuring 100% on time delivery.
- Achieved 90% satisfaction score by ensuring all exhibitor and venue requirements were met effectively.
Education
Postgraduate Diploma - International Business
Prin. L.N. Welingkar Institute of Management Development
Mumbai04-2019
Bachelor's - Management Studies
St. Rocks College of Commerce, Science & Law
Mumbai04-2013
Skills
- Client engagement and relationship management
- Stakeholder collaboration
- Escalation management
- Analytical skills and data-driven decision making
- Market analysis
- Customer support and service excellence
- Conflict resolution strategies
- Advanced Excel proficiency
- Coral Draw expertise
Certification
- Advanced Digital Marketing Certification Program, Kallada Academy
- Digital Marketing, Indian Council For Technical Research And Development
- Performance marketing and Social Media Marketing, My Captain
Timeline
Customer Service Representative
Concentrix India Pvt LTD
01.2025 - Current
Client Relationship Manager
LeadoConnect Private Limited
05.2024 - 09.2024
Customer Service Specialist II
Hireright Background Screening India LLP
05.2023 - 04.2024
Specialist - US Verification
Sterling Talent Solutions
04.2021 - 04.2023
Sr. Executive - National Events
The Gem & Jewellery Export Promotion Council
01.2018 - 08.2020
Assistant Manager Operations
ABEC Exhibitions and Conferences Pvt Ltd
03.2013 - 12.2017
Postgraduate Diploma - International Business
Prin. L.N. Welingkar Institute of Management Development
Bachelor's - Management Studies
St. Rocks College of Commerce, Science & Law